Professional Services Engineer

Work with cutting edge technology, making the world a safer and more secure place. DroneShield (ASX:DRO) offers an opportunity to solve some of world’s most challenging technical problems in the Electronic Warfare, Artificial Intelligence and Machine Learning, RF sensing, Sensor Fusion and distributed systems. Working with high profile customers across militaries, government agencies, airports, critical infrastructure, law enforcement and many others, in over 70 countries around the world. Be part of a well-funded and agile organisation, as a valued member of an autonomous, cross-functional team. We have a flat organisational structure, and the best candidates will be both creative lateral thinkers and doers. Our technical pursuits require us to take advantage of the absolute latest in technology and best practices to remain competitive. About the role We are seeking a team oriented, problem-solving, and self-starting Professional Services Engineer (PSE) ready for the challenges, responsibilities, and rewards that come with working in a high-energy, fast paced environment for a growth-oriented company. The PSE will be a key member of the U.S. technical team directly supporting our global client base. The position is primarily responsible for resolving customer issues related to complex C-UAS system implementation. The PSE will travel domestically (US) and potentially abroad at times in support of complex systems installations, demonstrations, training, and support. The role is both technically demanding and requires strong interpersonal skills. The position will be located in Warrenton, VA and report to the U.S. based technical lead. Perform Professional Services Support complex systems installation and startup at customer sites Completing Acceptance Test Plan documentation Customer 'As Built' documentation Conduct internal and external training - locally and off-site Assist in cUAS systems design and requisite customer network documentation Provide support of new software releases to customers Analyze, troubleshoot, and resolve product related issues resulting from installation, software and hardware upgrades, configuration changes, equipment integration or testing Provide Customer Support Demonstrate strong customer facing interpersonal skills in all interactions Isolate and correct system faults identified by customers Identify and implement proper system configuration to achieve optimal system performance Manage service restoration activities and track in trouble ticketing system Monitor and respond to incoming customer requests Provide support to Network Operators, Field Engineers, and vendors Record, replicate, and validate any potential software bugs, reported by customers or internally Create and manage service request and bug tickets Generate Return Materials Authorizations (RMA) and assist with related technical verification and validation Mentor fellow Professional Service Engineers and actively participate in daily internal operations Act as Customer Liaison Serve as the “voice of customer” and advocate Interface directly with software and hardware engineering staff on product enhancements or deficiencies Provide feedback to Engineering and Business Development teams from customer interactions Performs other duties as assigned Desired Experience and Skills TCP/IP and general networking concepts Radio frequency (RF) theory and basic concepts IP Routing Linux/Unix Microsoft Office suite JIRA ticketing system Experience developing training material for formal classes and managing training delivery Test engineering processes and procedures Other Qualifications Ability to travel up to 50% Willingness/ability to work shifts Eligible for Top Secret Clearance Education and/or Experience Associates or bachelor’s degree in a technical field and 1-3 years related experience; or equivalent combination of education and experience. Note for recruitment agencies: we do not accept floated candidates from external recruiters unless they were instructed to do so.